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Have you ever heard…
“If it Plays in Peoria,It’ll Play
Anywhere!”
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Audience Participation/VOC• Patient Satisfaction Survey/Comments Report• Pride Line (patient advocate)• Patient Focus Groups • Community Focus Groups• Employee Focus Groups• Payor Groups• Direct call to CEO• 5555 Immediate Patient Action Line• Through the Grapevine!
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• Interviewing and selection process
• Probationary period
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• Redeveloped and embedded NEW Mission, Vision and Values
• Set the Bar High• Developed Experience Teams• Acquired comprehensive Database for
Tracking and Trending• Enhanced Service Excellence Training Course;
(Keys, Disney, MBWM, PS@MBWM)
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means we work to make a positive difference. We use our talents, skills, and expertise as healthcare
providers and as community leaders to improve the quality of life for area people.
means we assist the people of our community when, whereand how they need it. We deliver healthcare to patients
and their families - to all people regardless of age,gender, race, religion, social status or ability to pay.
means the right care, at the right time, in the right setting, at the right cost, with the best possible outcome. We are
successful when what we do makes things better for people, improving their health and well-being of body, mind and spirit.
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means no excuses,no wavering, no distractions.
This is simply what we do.
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Patients FirstExplain ThoroughlyRespond PromptlyInsure PrivacyOn StageDemonstrate Teamwork
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• Creative Team Development• Visual tag-line for reaching goals• Poster/screen savers• Patient feedback posters• Patient Satisfaction Newsletter• Department Satisfaction boards
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PERSONAL & JOINT ACCOUNTABILITY
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Accountability is… A personal choice to rise above
one's circumstances & demonstrate the ownership necessary for
achieving desired results, to…
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Personal• Ownership• See It, Own It, Solve It• Accountable for
own actions or inactions (what you do, what you fail to do, and refuse to do)
• A critical sign of character
Joint• Shared Ownership• See It, Own It, Solve It• Accountable for
Looking beyond own work Sharing information with
others Working to advance
organization success• Confront unaccountable
behaviors in others
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Purpose: Explore meaning of accountability indaily work
Agenda: Group A –1. What does lack of accountability look like? (words,
phrases, actions)2. Identify impact of contagious lack of accountability on you,
on others.
Group B – 1. What does taking accountability look like? (words,
phrases, actions)2. Identify WIIFM to ‘own’ your accountability
Length: 10 mins small groups; 10 mins reports
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Key Moments of Truth.• Applause?• Show Stopper?
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(Planning for discharge and actual process that occurs)
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COMMUNICATION & DISSEMINATION OF RESULTS• Manager Rounding• Pride Rounding• Executive Rounding• Survey & other feedback• Prideline• Complaint database• Stoplight Dashboard• Post data in every area measured• Customer Satisfaction results
discussed at every meeting and forum
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NOWPlaying in PEORIA!
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QuestionPIF mean
BGH mean
KRG mean
JXT mean
LLK mean
DLC mean
DAH mean
HLR mean
CLD mean
AMF mean
Std Nurses 98.8 97.9 95 91.9 35 97.9 100 75 100 90.8Nurses concern for privacy 93.8 91.7 87.5 93.8 50 96.4 100 100 100 100Informed about delays 100 100 75 90.6 0 95.8 100 50 75 100How well pain was controlled 100 100 75 89.3 50 100 100 25- 100Percentile Rank 99 99 99 99 1 99 99 1 99 95number of surveys 4 3 2 8 1 7 1 1 1 2
Question
CRJ mean
LM mean
AMB mean
LMM mean
JAM mean
PR9 mean
JAB mean
JLD mean
KJE mean
DMB mean
Std Nurses 78.3 75 100 100 100 100 71.7 97 100 100Nurses concern for privacy 75 75 100- 100 100 50 90 100 100Informed about delays 55 75 100 100 95.8 100 41.7 87.5 100 87.5How well pain was controlled 70 75 100- 95.8 100 58.3 100 100 75Percentile Rank 4 1 99 99 99 99 1 99 99 99number of surveys 5 1 2 1 8 1 3 5 1 2
QuestionMEF mean
CLN mean
SR mean
CN mean
BW mean
JH mean
MW mean
HK mean
NRA mean
SM mean
Std Nurses 95 100 96.3 100 75 81.4 94 78.8 100 100Nurses concern for privacy 91.7 100 87.5 100 75 76.8 95 91.7 100 100Informed about delays 75 100 93.8 100 66.7 68.8 75 50 100 75How well pain was controlled 100 100 93.8 91.7 65 63.9 81.3 100 100 100
Percentile Rank 99 99 99 99 1 12 99 5 99 99number of surveys 3 3 4 4 6 14 5 3 1 2
Question6545 mean
6545 n
6148 mean
6148 n
939 mean
939 n 6509 mean
Std Doctors 97.5 10 88.8 5 91.7 15 93.1Doctors courtesy 97.5 10 95 5 93.3 15 94.4Doctor took time to listen 97.5 10 85 5 92.9 14 91.7Doctor informative re treatment 97.5 10 85 5 87.5 14 91.7Doctors concern for comfort 97.5 10 90 5 90.4 13 94.4
Current Percentile Ranking: 2 99 99 2
Question2839 mean
2839 n
6616 mean
6616 n
6042 mean
6042 n
6362 mean
Std Doctors 77.3 8 92.7 18 100 5 77.3Doctors courtesy 84.4 8 97.2 18 100 5 81.3Doctor took time to listen 81.3 8 93.1 18 100 5 78.6Doctor informative re treatment 71.9 8 88.9 18 100 5 64.3Doctors concern for comfort 71.9 8 91.7 18 100 5 75
Current Percentile Ranking: 99 22 99 1
Question
6451 mean
6451 n
6838 mean
6838 n
6920 mean
6920 n
6411 mean
Std Doctors 97.3 17 82.4 21 92.2 4 67.2Doctors courtesy 98.5 17 83.3 21 93.8 4 65.6Doctor took time to listen 98.5 17 82.1 21 93.8 4 68.8Doctor informative re treatment 95.3 16 81 21 87.5 4 65.6Doctors concern for comfort 98.4 16 83.3 21 93.8 4 68.8
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RECOGNIZING & CELEBRATING SUCCESSES
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We ARE the one that they want!
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Press Ganey Summit Award
Press Ganey Summit Award
Press Ganey Summit Award
Press GaneySuccess StoryFinalist “Talkabout Change”
Press Ganey Success Story Finalist “Reaching the Impossible Goal – from the 17th to the 95th Percentile”
Press Ganey Success Story Finalist “Listen & the Doors will Open”
Press Ganey Journey of Improvement
DATA Advantage, LLC Top 100 Best in Value Award
The Leapfrog Group Best Value
Premier Quest Best Value
PRC Physician 5 Star Award for Nursing
PRC Physician 5 Star Award for Nursing
PRC Physician 5 Star Award for Pathology
Met Caterpillar Service Requirements
Healthgrades Outstanding Patient Experience Award
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Magnet Award for Nursing Excellence
Solucient Top 100 CardiovascularHospitals
Lincoln Silver Award for Performance Excellence
JCAHO Gold Seal of Approval
Lincoln Gold Award for Performance Excellence
JCAHO Disease Specific Certifications (Heart Attack, Sleep Disorders, Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)
Healthgrades Orthopedic Surgery Excellence Award
Magnet Award for Nursing Excellence
Met Caterpillar Quality Requirements
JCAHO Disease Specific Certifications (Heart Attack, Sleep Disorders, Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)
US News & World Report America’s Best Hospitals for Urology
US News & World Report Nursing Care and Pain Management
Healthgrades Patient Safety Excellence Award
Delta Group Care Chex Award
Care Chex Top 5% in Orthopedic Surgery; Top 10% in Patient Safety
Baldrige Site VisitJCAHO Gold Seal of Approval
JCAHO Disease Specific Certifications (Heart Failure, Pneumonia, Hip Replacement, Knee Replacement, Primary Stroke)
Healthgrades – Stroke, CHF, Pneumonia, GI Bleed, Respiratory
Healthgrades Outstanding Patient Experience Award
Baldrige Site Visit
Care Chex Top 10% Nationally (Carotid Artery Surgery, Joint Replacement, Women’s Health)
Care Chex #1 in the Market (Joint Replacement, Overall Medical Care, Overall Hospital Care, Gastrointestinal Care, Heart Attack Treatment, Major Orthopedic Surgery, Pneumonia Care, Pulmonary Care)
Healthgrades Stroke Excellence Award
CARF Full Rehabilitation Accreditation
US News & World Report Best Regional Hospital
Critical Care Beacon Award
AHA Silver Award for Heart Failure Care
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Met Caterpillar Requirements
Best Places to Work in Illinois Award
McKesson VIP Award Information Technology
McKesson VIP Award InformationTechnology
McKesson VIP Award Information Technology
WELCOA Well Workplace Award
Moody’s Rating Upgrade from Baa1 to A3
Moody’s Rating Upgrade from A3 to A2
Moody’s Rating Affirmed A2
Moody’s Rating Affirmed A2
Moody’s Rating Affirmed A2
WELCOA Well Workplace Award
Caregiver Safety Accreditation
Fortune 100 Finalist Best Companies to Work For
WELCOA Well Workplace Award
The Leapfrog Group Best Value
Premier Quest Best Value
Fortune 100 Finalist Best Companies to Work For
Fortune 100 Finalist Best Companies to Work For
Fortune 100 Finalist Best Companies to Work For
Fortune 100 Finalist Best Companies to Work For
DATA Advantage, LLC Top 100 Best in Value Award
Moody’s Rating Affirmed A2
Moody’s RatingAffirmed A2
Modern Healthcare Most Wired Hospital
Premier Supply Chain Excellence Award
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• Purpose
• Certificate, Goodie Bag& Flag
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• Traveling fanfare by Leadership
• Plaque and star award
• Celebratory Basket
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• Lunch of their choice after 5 consecutive “Green” weeks
• Recognition Cards from CEO
• Individual Manager incentives & motivators
• CBC Points
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Signals that the staff really “GET IT”• Colored shirts and wrist bands.• Inter-department friendly
competitions• Special parking spot• Manager competitions
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• Apologize
• On-the-spot Service Recovery by staff
• Rose for Recovery
• Meal vouchers
• Assistance by Patient Advocate, if needed
• LEAP Service Recovery Model/Course
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• Listen• Empathize• Apologize/Act• Provide Feedback
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• Experience Teams• Action Plan• PDCA• Performance Review 50/50• Service Never Event• Online E-learning Service Modules
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• Re-aligning new Mission, Vision & Values, assuring all employees know & understand
• Support from the top down• Provide ongoing Education and Training• Set the target / Measure and Analyze Data
on an ongoing basis• Distribute / Post Data• Develop action plans• PDCA• Celebrate Successes / Accomplishments!
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What really differentiates us fromour competition is our Service of not
only meeting, but EXCEEDING customers’ expectations!
Surprise them with the unexpected. This will earn a standing ovation.
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260 Volunteers195 Aids (CNA’s, Unit Sec, PCA’s, Techs)
85 Housekeeping Staff82 Food Service Staff
17 Switchboard Operators22 Valets
50 Patient Reg54 Patient Accounts/CBO
65 Pharmacists/Techs51 IT Support
965 RNs104 Employed Physician
30 Residents350 College of Nursing Students
800 Total Medical Staff104 Total Leadership Team
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…and remember, if it“Plays in Peoria”
it will Play ANYWHERE!
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